Setup guide

Set up ProofMail

Most teams are sending in about ten minutes. Sending from your own domain adds one DNS step.

You need to be a Jira admin to install apps, and a project admin for each service project you set up.

1. Install ProofMail

   In Jira, go to Apps → Explore more apps, search for ProofMail and install it. (The Marketplace listing is coming soon.)

2. Open ProofMail in your service project

   Go to the service project's Project settings → Apps → ProofMail. The steps below are all on that page.

3. Give ProofMail your project's email address

   This is the address customers email to raise requests. You'll find it in Project settings → Email requests. ProofMail makes it the reply address on every email, so customer replies land on the right ticket. Apps can't look this address up for themselves, so we ask.

4. Choose who emails come from

   Start straight away on ProofMail's sending address, with your team's name on every email. To send from your own domain, such as support@yourcompany.com, add the three DNS records ProofMail shows you. It checks them for you and tells you when they're working, usually within the hour. The records only let ProofMail sign emails for your domain. They don't change where your email goes.

5. Choose which emails ProofMail sends

   Request received, replies from your team, and status changes. Each has a template you can change, with a preview against a real ticket and a test send. Approval reminders are off until you switch them on.

6. Switch off JSM's matching emails

   In Project settings → Customer notifications, turn off the notifications ProofMail now sends, such as Request created and Public comment added. Leave the approval emails on. Apps can't change these switches, so this step is yours. If a customer says they got two of the same email, check these switches first.

7. Send a test, then go live

   Send a test to yourself, check it looks right, and switch ProofMail on.

More you can do

Bring your wording from JSM or Email This Issue

Copy the subject and text of a JSM customer notification, or an Email This Issue template, and paste them into ProofMail's editor. ProofMail spots their variables, such as ${issue.summary} or $!issue.summary, and offers to convert them. Anything it can't convert is listed, so you can change it by hand. Nothing is saved until you click Save email.

Different wording for each request type

In the editor, pick a request type under Wording for. Request types you leave alone use the general wording.

Emails in your customer's language

Open Send in the customer's language and tick the languages you want: French, German, Spanish, Italian, Portuguese (Brazil) or Dutch. A customer whose Atlassian language is one of these gets that language's wording. Everyone else gets your main wording. ProofMail comes with translations, and you can change them. Status and request type names appear as they're written in Jira.

Approval reminders

Switch on Approval reminder to nudge approvers when a request has been waiting. Choose when the first reminder goes: after 4, 24 or 48 hours. After that it's one a day, three at most. JSM's own approval emails stay on.

Send from Jira Automation

Add the Send customer email (ProofMail) action to any rule. Write your own message with Automation's smart values, or send one of the project's ProofMail emails. The first time, Jira asks you to connect Atlassian Automation to ProofMail: click Connect. These emails show on the ticket's Customer emails panel like any other.

Reading the delivery log

Open any ticket and look for the Customer emails panel. Each email shows when it was sent, who it went to, and what happened to it.

Delivered	The customer's email provider accepted it.
Sent	Handed to the mail service. This usually changes to Delivered within a minute.
Delayed	The customer's email provider is slow or busy. Delivery is still being tried.
Bounced	It couldn't be delivered. The reason is shown, such as an address that doesn't exist or a full mailbox.
Marked as spam	The customer reported it as spam. ProofMail stops emailing that address.
Not sent	ProofMail didn't send it, for example because the customer has hidden their email address. The reason is shown.

"Delivered" means the email reached the customer's email provider. It doesn't promise they read it.

If you remove ProofMail

Turn JSM's customer notifications back on first, so customers keep getting emails. Then uninstall ProofMail from Apps → Manage apps.

Stuck?

Email support@proofmail.app with your Jira site address and a ticket key, and we'll help.